20/095 — Step 1 — Single Party Framework for the Supply of Contact Centre Services to Gas Networks Ireland

Ervia

Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing a quality and flexible service to customers, one that helps to strengthen the company’s core values and sustainability ethos is paramount for Gas Networks Ireland.
Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers.
As per PQQ Doc.

Deadline

The time limit for receipt of tenders was 2021-01-29. The procurement was published on 2020-12-16.

Suppliers

The following suppliers are mentioned in award decisions or other procurement documents:

Who? What? Where?
Procurement history
Date Document
2020-12-16 Contract notice
2023-01-05 Contract award notice
Contract notice (2020-12-16)
Object
Scope of the procurement
Title: Call centre
Reference number: 20/095
Short description:
Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing a quality and flexible service to customers, one that helps to strengthen the company’s core values and sustainability ethos is paramount for Gas Networks Ireland. Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers. As per PQQ Doc.
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Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Call centre 📦
Additional CPV: Contact management software package 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

Procedure
Procedure type: Negotiated procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Utilities entity
Awarding authority name: Ervia
Postal address: POBox 900, Webworks, Eglinton Street
Postal town: Cork
Contact
Internet address: http://www.ervia.ie 🌏
E-mail: tenders@ervia.ie 📧
Phone: +353 4239641 📞
URL for documents: http://www.etenders.gov.ie 🌏
URL for participation: http://www.etenders.gov.ie 🌏

Reference
Dates
Date dispatched: 2020-12-16 📅
Submission deadline: 2021-01-29 📅
Publication date: 2020-12-21 📅
Identifiers
Notice number: 2020/S 248-618770
OJ-S issue: 248
Additional information
You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the system. Please submit via the eTenders system not later than 12.00 local time on 29 January 2021. Help Guides: www.etenders.gov.ie/system-user-guides
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Object
Scope of the procurement
Short description:
Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing a quality and flexible service to customers, one that helps to strengthen the company’s core values and sustainability ethos is paramount for Gas Networks Ireland.
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Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers.
As per PQQ Doc.
Duration: 60 months
Description of renewals: Due for renewal July 2027.
Description of options: 2 year extension option allowed.
Additional information:
You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the system. Please submit via the eTenders system not later than 12.00 local time on 29 January 2021. Help Guides: www.etenders.gov.ie/system-user-guides
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Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
Please refer to tender documents available to download from www.etenders.gov.ie only.
Contract execution
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
Requests to participate may be submitted by single entities or by groups of service providers. A group will not be required to convert into a specific legal form in order to submit a request to participate, but may if the contracting entity considers it necessary to ensure that the contract is carried out to its satisfaction, be required to do so prior to award of the contract.
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The contracting entity also reserves the right to contract with each member of the group on the basis of joint and several liability, or with one member of the group as a main contractor with a number of sub-contractors or on any other basis as the contracting entity considers appropriate.
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Procedure
Legal basis: 32014L0025
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:
It is envisaged that five (5) applicants will be invited to tender (provided five applicants submit compliant PQQ Responses that meet the minimum requirements).
If more than one applicant is ranked at fifth place, all the fifth placed applicants will be invited to tender.
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 12 months

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Tender Admin
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/376 🌏
Documents URL: www.etenders.gov.ie 🌏
URL for participation: www.etenders.gov.ie 🌏
URL for documents: www.etenders.gov.ie 🌏

Complementary information
Review body
Name: The High Court
Postal address: The Four Courts
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
E-mail: highcourtcentraloffice@courts.ie 📧
Internet address: http://www.courts.ie 🌏
Information about review deadlines:
Please refer to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by Utility Undertaking) (Review Procedures) Regulations 2010 (and in particular Regulation 7 and 10(2)).
Source: OJS 2020/S 248-618770 (2020-12-16)
Contract award notice (2023-01-05)
Object
Scope of the procurement
Short description:
Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing a quality and flexible service to customers, one that helps to strengthen the company’s core values and sustainability ethos is paramount for Gas Networks Ireland. Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers. As per PQQ Doc
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Total value of the procurement: 16 800 000 EUR 💰
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable
Award criteria
Lowest price

Contracting authority
Identity
Awarding authority name: Gas Networks Ireland
Postal address: Gasworks Road
Postal code: Cork
Contact
Internet address: http://www.gasnetworks.ie 🌏
E-mail: tenders@gasnetworks.ie 📧

Reference
Dates
Date dispatched: 2023-01-05 📅
Publication date: 2023-01-10 📅
Identifiers
Notice number: 2023/S 007-015116
Refers to notice: 2020/S 248-618770
OJ-S issue: 7
Additional information
You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the system. Please submit via the eTenders system not later than 12:00hrs local time on 29/01/21. Help Guides: www.etenders.gov.ie/system-user-guides
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Object
Scope of the procurement
Short description: As per PQQ Doc
Description of options: 2 year extension option allowed
Additional information:
You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the system. Please submit via the eTenders system not later than 12:00hrs local time on 29/01/21. Help Guides: www.etenders.gov.ie/system-user-guides
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Award of contract
Date of contract conclusion: 2022-08-08 📅
Name: Fexco Limited
Postal address: Fexco Centre, Iveragh Road, Killorglin, Co. Kerry
Postal town: Killorglin
Country: Ireland 🇮🇪
Total value of the procurement: 16 800 000 EUR 💰
Information about tenders
Number of tenders received: 2

Complementary information
Review body
Postal town: Dublin
Postal code: 7
Information about review deadlines: Precise information on deadline(s) for review procedures:
Source: OJS 2023/S 007-015116 (2023-01-05)
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